IT Service Desk Team Leader

Are you passionate about delivering exceptional IT support and leading high-performing teams? We’re looking for an IT Service Desk Team Leader to join our dynamic IT Services team. In this pivotal role, you’ll manage and mentor a team of Service Desk Analysts, ensuring efficient service delivery and outstanding customer experience.

This position is available on a 3 month contract basis, either on payroll as a fixed term contract or inside IR35 day rate.

• Lead, support and develop the Service Desk team.
• Monitor performance and provide feedback to drive continuous improvement.
• Manage ticket escalations and ensure timely resolution of technical issues.
• Deliver hands-on support and troubleshoot hardware/software problems.
• Implement SLAs and process improvements to optimise service delivery.
• Build strong relationships with stakeholders and champion customer service excellence.

• Excellent communication and interpersonal skills.
• Strong organisational ability and a proactive approach.
• Proven experience in IT support, ideally with supervisory responsibilities.
• Solid technical knowledge (Windows, Microsoft 365, Azure, Intune, Active Directory).
• Familiarity with ITIL or other best practice frameworks.
• A passion for delivering outstanding customer service.

• ITIL Foundation certification or higher.
• Experience in coaching or mentoring staff.

#K3

Capital Group